The Aircall integration with Zendesk adds powerful call center capabilities to your Zendesk account, centralizing all phone operations in a single interface. This integration also leverages your Zendesk data to provide real-time context for customer interactions.

With this setup, you can automatically log calls and messages, streamline ticket creation, and enhance agent productivity.

Key features

  • Automatic logging: Aircall automatically logs calls and messages (SMS and WhatsApp) in Zendesk according to your preferences.
  • Custom ticket creation: For each type of call or message, you can choose what type of Zendesk ticket should be created.
  • Business hours control: Choose whether to log calls only during business hours or at all times.
  • Contextual pop-ups: When a call is received from a contact, automatically display either the contact’s history or the relevant Zendesk ticket.
  • Seamless syncing: Call transfers, comments, tags, and recordings automatically sync from Aircall to Zendesk.
  • Automatic ticket assignment: Tickets are automatically assigned to the agent handling the call.
  • Ticket updates: Decide whether to update a caller’s existing ticket or create a new one.
  • Assignment rules: Create ticket assignment rules for specific Zendesk users or groups.
  • Embedded experience: The Aircall CTI is fully embedded within your Zendesk interface for a unified workflow.
  • WhatsApp message logging: The Aircall-Zendesk integration now supports logging WhatsApp messages (text only) into Zendesk tickets.
  • AI Voice Agent Calls Logging: AI Voice Agent Calls, will be logged as internal note or voice comment based on whether Ticket View setting is enabled or disabled in integration settings. 
Note: To enable contextual pop-ups and automatic ticket management, you must use the Aircall CTI within Zendesk.

Aircall CTI within Zendesk

Integrate and configure Aircall CTI with Zendesk to make and receive calls directly from your Zendesk workspace. Follow the steps below to install and configure the Aircall CTI in Zendesk.

Important: The Aircall CTI within Zendesk is only compatible with the Google Chrome browser.

1. Install the Aircall app in Zendesk

Zendesk CTI 1 3 copy.png

Steps:

  1. Log in to your Zendesk account.
  2. Navigate to the Zendesk Marketplace.
  3. Search for Aircall and select Aircall for Support.
  4. Click Install and follow the on-screen instructions.

Once the installation is complete, the Aircall app will appear in the top right corner of your Zendesk dashboard. 

Important: You must have Talk - Partner Edition seats in Zendesk for each agent who will use the Aircall CTI.

2. Configure Aircall CTI in Zendesk

Steps:

  1. Log in to your Zendesk account.
  2. Open the Aircall CTI app embedded in your Zendesk interface.
  3. In the settings, configure your preferences for:
    • Ticket creation rules
    • Business hours logging
    • Pop-up behavior (contact history or ticket view)
  4. Set up automatic ticket assignment rules for Zendesk users or groups.
  5. Save your settings to activate the configuration.
Screenshot 2025-04-04 at 3.56.15 PM.png

You are now ready to start making and receiving calls directly from Zendesk using Aircall.

Save call notes and tags

To ensure that your notes and tags are properly saved in the call logs, you must complete the call wrap-up process after each call.

After a call ends, the Call ended screen will appear.

  1. Add any relevant notes and tags.
  2. Click Keep conversation open or Close conversation.
Zendesk CTI 2 copy.png
Note: If the page is refreshed or the CTI is closed before selecting one of these options, your notes and tags may not be saved.

For detailed instructions on setup and configuration, visit configuring your Zendesk integration on Aircall.